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Randstad is recruiting a Customer Advocacy Manager for our client a Chinese multinational electronics company headquartered in Huizhou, Guangdong Province. The company designs, develops, manufactures and sells products including television sets, mobile phones, air conditioners, washing machines, refrigerators and small electrical appliances. In 2010 it was the world's 25th-largest consumer electronics producer. Since 2015, it remains the third-largest television manufacturer by market share.

The department of Customer Service Europe is consolidating his team to support strong business growth.

Organisation/Department

Call Center Management

Job description

The company is looking for a highly motivated and confident manager with the ability to initiate, direct, influence, and guide multi-functional global teams; a self-starter with the ability to grow and develop program and initiatives to create customer loyalty.

Customer Experience (CX):

- responsible for the Customer Experience Journey in terms of After Sales services (continuous assessment & improvements), including on mobile media; - continually review and enhance the customer journey and communication tools. - Set-up and grow omni-channels communication with consumers;- feedback consumer frustrations & expectations; - work across teams to continually assess and eliminate unnecessary processes and implement new ways to enhance the CX;- personalization of the experience;- assess customer satisfaction through direct observation, surveys and discussions with Customer Services team and other colleagues;- increase Service NPS.

Assistance Pages on Commercial Websites:

- build the Assistance pages of the Commercial Website to create a self-service platform for consumers and a mine of information; - build a dynamic and efficiency Troubleshooting & FAQ areas for consumers.

Call Center Operations:

- follow Call Center Operations through Metrics o Daily Anomalies Reviews o Weekly Business Reviews (WBR) o Monthly Reporting;- responsible for the Call Center overall Performance (KPIs) o Define the right number KPIs and the targets o Challenge Call Center to achieve the KPIs o Coach and Drive to results; - work with Call Center to organize customer calls handling, requests and inquiries to achieve customer satisfaction and increase customer loyalty;- work with Call Center to continuously enhance Call Center agents quality & capabilities. Supporting the professional development of Call Center agents to enhance their performance by ensuring appropriate training is available and any other necessary matters;- provide call forecast to Call Center to enable Capacity planning to secure adequate size & resources to support each channels and sales evolution. - Champion the First Call Resolution program;- perform data analysis and identify points of improvements.

Requirements

- demonstrated passion for customers and successful customer engagement skills;- demonstrated ability to succeed in leading and teaming up across organization; - demonstrated successes in true global environments and high cross culture awareness;- requires an ambitious and optimistic personality with a “can do” approach to leadership in a competitive environment;- disciplined work ethic;- ability to work with limited supervision, in face to face and remote environments;- strong computer skills, particularly Microsoft Office Suite.

Communications:

- ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritize tasks, and follow up on execution; - excellent written and oral communications skills required.